Network & Service Lead, Nordics

Network & Service Lead, Nordics

Primary Purpose of the Position

Responsible for the management, development and performance of our contracted service partners within the local market - ensuring the coverage, capacity and quality of our service networks.

Deliver an efficient and effective network operation that ensures we are able to fulfill the contractual expectation of our fleet customers including Tyre Service, Solutions Management and SL24.

Enable fleet sales by providing service provider allocations, SLA's and field technical assessments for solutions installations together with regular operational reporting.

Responsible for the deployment and execution of our connectivity strategy within the local market, ensuring the adoption and utilisation of our integrated tools and systems by our service partners. 

Principle Duties and Responsibilities

Develop and maintain a network of service providers that are able to deliver best-in-class service to our contracted fleet customers. Lead discussions and drive collaboration with our local Retail organisation as a key member of our network. Align the capacity, capability and composition of our network to meet the evolving requirements of the business. Ensure the operational effectiveness of our roadside assistance service as the primary local responsible.

Ensure the quality of service performed by our service network, including Tyre Service and Solution Implementation/Maintenance, through the management of service KPI's and the execution of audits. Work in collaboration with the local sales organisation to manage and ensure the performance of our service partners, identifying improvement opportunities to enable the delivery of an industry leading service experience for our contracted fleet customers.

Work closely with local fleet sales team to ensure service coverage for existing and potential fleet customers. Support the fleet tender process by providing service allocations, SLA's and field technical assessments for solutions installations as well as regular opeational reporting.

Drive the efficiency and effectiveness of our service network through the utilisation of our connected systems and tools such as eJob, FOS, TechHub, MyService and the Work To Do List. Provide regular trainings, internally and externally, to ensure the delivery of our connectivity KPI's. Support fleet customers in the use of our solutions by delivering training and support for FleetHub and connected systems (such as eTicket).

Ensure solution service is carried out in line with KPI's through the management, coordination and approval of work carried out by our partners. Responsibilities include material management, training on use of our systems and support partner capability through delivery of installation training with the support of our Technical Manager. Perform solution installations if required, including supporting other markets where necessary.

Experience in customer facing role(s) within a service environment, general management and/or marketing experience, project & business transformation experience, training and/or coaching experience, understanding of tire business & experience in tire business, cross-functional experience.

Min 8 years working experience and proven track record in:
- Service and/or Retail
- Operational organisation with leadership role (task or project related)
- Matrix organization within an International company

Knowledge & Skills 

Tire knowledge
Tire dealer & fleet knowledge
TPMS knowledge (Telematics knowledge desired)
Good communication and interpersonal skills with ability to influence
Service business experience & knowledge
Agile with ability to multi-task, Team-Player
Microsoft Office knowledge, SAP and Business Analytics tools ideal (Tableau, Microsoft BI)
Fluent in English and local market language(s) - Any other European language is an asset
Mobile within local market with requirement to stay away frequently, potential international travel

Goodyear is one of the world's largest tire companies. It employs about 72,000 people and manufactures its products in 55 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.